Field Service Technician

Join Intralot as a Field Service Technician!
(based in Santa Fe NW US)

Your Role:
As a Field Service Technician you will be the second level of escalation for technical issues that Tier 1 support cannot resolve. You will troubleshoot and resolve complex hardware and software problems related to VLTs and cash devices while collaborating closely with our field service teams vendors and higher-tier support.

In this role you will also guide Tier 1 agents in real time document incident trends and contribute to improving our processes and products. Your work will help maintain smooth operations in a regulated gaming environment ensuring timely resolutions and exceptional service for our clients.

Primary Duties and Responsibilities:

• Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.

• Troubleshoot and resolve advanced technical problems related to VLTs and cash devices both hardware and software related.

• Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.

• Analyze and document incident patterns to identify trends and recommend process or product improvements.

• Collaborate with field service teams vendors and third-level support to resolve complex or persistent issues.

• Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.

• Develop and update internal documentation troubleshooting guides and FAQs for Tier 1 support.

• Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.

• Provide feedback to the Technical Support Lead on recurring issues performance gaps or process bottlenecks.

• Assist with system testing validation or incident response as needed.

Primary Duties and Responsibilities:

• Serve as the second level of escalation for technical issues not resolved by Tier 1 support agents.

• Troubleshoot and resolve advanced technical problems related to VLTs and cash devices both hardware and software related.

• Assist Tier 1 agents in real time with technical guidance and coaching during customer interactions.

• Analyze and document incident patterns to identify trends and recommend process or product improvements.

• Collaborate with field service teams vendors and third-level support to resolve complex or persistent issues.

• Maintain accurate and detailed logs of all troubleshooting steps and resolutions within the ticketing system.

• Develop and update internal documentation troubleshooting guides and FAQs for Tier 1 support.

• Participate in the onboarding and ongoing training of Tier 1 agents to improve team capability.

• Provide feedback to the Technical Support Lead on recurring issues performance gaps or process bottlenecks.

• Assist with system testing validation or incident response as needed.

Why Join Us:

Medical Dental & Vision Insurance

6% 401k Match

Paid Holidays & Vacation

Paid Sick Short/Long Term Disability

Employee Assistance Program

Maternity/Paternity Leave

Global Prospects for professional growth.

Employment Eligibility Verification:

Must possess valid documentation to establish identity and U.S. employment eligibility

Security Requirements:

Submission to and ability to pass a thorough pre-employment background check by the required State or District Lottery and Intralot Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.

Intralot Inc. is an Equal Opportunity Employer